VP Customer Experience
MANN+HUMMEL
Datum: vor 7 Stunden
Stadt: Ludwigsburg, Baden-Württemberg
Vertragstyp: Ganztags
Job Description
Main Tasks
Social Benefits
Main Tasks
- Lead the global Customer Experience (CX) organization across all business units, brands, functions, and regions
- Drive customer-centric transformation from initial attraction through to retention, loyalty, and customer value generation
- Develop and implement cross-functional CX strategies, programs, and processes to improve satisfaction, NPS, and business outcomes
- Build and lead CX practices including Strategy & Business Design, Experience Design, Program Management, and Digital Engineering
- Establish a unified data and technology foundation for digital customer engagement, personalization, and GenAI-readiness
- Act as the internal ambassador and strategic contact for all CX-related initiatives, ensuring alignment with corporate and BU strategies
- Manage partner ecosystems, budgets, and delivery performance across global CX programs
- Monitor CX performance metrics and drive continuous improvement through insights and innovation
- Education: Master’s degree in business administration, digital transformation, marketing or a related field
- Experience:
- 10+ years of experience in customer experience, digital marketing, sales, or service in a B2B environment
- Proven track record of digital transformation leadership and agile project delivery in a global context
- Strong leadership skills (disciplinary and functional) in international, cross-functional setups
- Skills:
- Expertise in customer journey management, touchpoint orchestration, and CX performance metrics (e.g., NPS, CLV, CAC)
- In-depth knowledge of digital customer platforms, marketing automation, and data-driven decision making
- Familiarity with modern technology architectures (e.g., MACH, API-first, headless systems)
- Language skills: Fluent in English, additional languages are a plus
- Personality:
- Strong communication and stakeholder management abilities across all hierarchy levels
- Intercultural competence and experience working in international environments
- Organized, creative, and motivated with a strong drive for success
- Ability to interact and operate at the highest levels, including collaboration with C-level executives
Social Benefits
- You work with a high degree of autonomy and scope for decision-making
- Performance-related pay and extensive social benefits
- Trust-based working hours (depending on the position) plus 30 days' holiday
- Everyone has talent: our talent management process supports you in your professional development
- In-house company restaurant
- Places at a private daycare centre in the immediate vicinity (both U3 and Ü3 places)
- A modern company pension scheme to supplement your statutory pension insurance
- Additional private health insurance (e.g. supplementary dental insurance) A large number of discounts on our Corporate Benefits Portal (holiday trips, fashion, insurance, etc.). e.g. supplementary dental insurance)
- A large number of discounts in our Corporate Benefits Portal (e.g. on holiday trips, fashion, insurance, etc.)
- Mobility offers: Subsidy for the Deutschlandticket, JobRad leasing and e-charging columns in the free multi-storey car park with the company's own charging tariff